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Amazon Connect Communications Specialist
Course Overview Amazon Connect Training
This course is designed to equip participants with the skills and knowledge necessary to become proficient in managing and optimizing Amazon Connect, Amazon’s cloud-based contact center solution. Participants will gain hands-on experience in configuring, managing, and troubleshooting Amazon Connect to meet business needs. The course also covers customer service best practices, integration with other AWS services, and the effective use of communication tools to improve customer interactions.
What is Included:
- 5-day intensive instructor-led
- 100 hours of dedicated lab access
- Dual CCIE certified instructor
- 2-year retake policy
- 5 Years of eLearning for UCaaS, CCaaS & CPaaS Access – (Worth $1,899)
Course Fee $3,499*
🎉 2-for-1 October Deal!
Register for any course and get a second course or seat FREE* — offer ends Oct 31, 2025!
*free course must be equal or lower than original course
Schedules for Amazon Connect Training
| Course | Course Date | Course End Date | Location | Individual Price | Register |
|---|---|---|---|---|---|
| Amazon Connect Communications Specialist | 03-16-2026 9:30 am | 03-20-2026 5:30 pm | Online (Live) - Dubai, UAE | $3,499.00 | |
| Amazon Connect Communications Specialist | 04-20-2026 9:30 am | 04-24-2026 5:30 pm | Online (Live) – Toronto | $3,499.00 | |
| Amazon Connect Communications Specialist | 05-18-2026 9:30 am | 05-22-2026 5:30 pm | Online (Live) – Las Vegas | $3,499.00 | |
| Amazon Connect Communications Specialist | 06-15-2026 9:30 am | 06-19-2026 5:30 pm | Online (Live) - Dubai, UAE | $3,499.00 | |
| Amazon Connect Communications Specialist | 07-20-2026 9:30 am | 07-24-2026 5:30 pm | Online (Live) – Toronto | $3,499.00 |
By the end of this course, you will be able to:
- Understand Amazon Connect Fundamentals
Learn the architecture, key components, and benefits of Amazon Connect as a cloud-based contact center solution. - Set Up and Configure Amazon Connect
Create your Amazon Connect instance, configure telephony settings, routing profiles, agent hierarchies, and security permissions. - Design Contact Flows
Build and customize contact flows using the visual editor, integrate IVR menus, queues, prompts, and self-service automation. - Integrate with AWS Services
Connect Amazon Connect with other AWS services such as Lambda, DynamoDB, S3, API Gateway, and Polly to enable intelligent automation and AI-driven interactions. - Implement Omnichannel Communication
Configure voice, chat, and task channels to deliver seamless customer experiences. - Enable AI and Analytics
Use Amazon Lex for conversational bots, Contact Lens for speech analytics and sentiment analysis, and build real-time dashboards to monitor agent performance and call quality. - Administer and Secure Amazon Connect
Manage users, roles, and permissions; configure compliance and security settings; and understand best practices for scaling securely. - Hands-on Lab Experience
Gain practical skills by building IVR flows, connecting third-party CRM platforms (e.g., Salesforce, ServiceNow), and deploying real-world use cases.
F.A.Q
1. What is this course about?
The Amazon Connect Communications Specialist Training provides a complete, hands-on learning experience in building, deploying, and managing cloud-based contact centers using Amazon Connect. Participants learn how to create and customize contact flows, configure routing, queues, and agents, integrate AWS services (like Lambda, Lex, and DynamoDB), and manage real-time reporting and analytics.
This course focuses on helping you design scalable, secure, and AI-powered customer experiences using AWS-native CCaaS technology.
2. Who should take this course?
This training is ideal for:
- Contact Center and Cloud Engineers implementing or supporting Amazon Connect solutions
- System Administrators, Solution Architects, and Developers building AWS-based communication workflows
- UCaaS/CCaaS professionals transitioning to Amazon Connect or expanding multi-vendor expertise (Cisco, Genesys, Webex, etc.)
- Teams preparing for Amazon Connect certification or working toward AWS Partner accreditation in contact center solutions
3. What are the prerequisites for this course?
Before attending, participants should have:
- Basic understanding of cloud computing and AWS fundamentals
- Familiarity with contact center operations, including agents, queues, and call flows
- Experience with networking and telephony basics (VoIP, SIP, routing)
- (Optional) Some knowledge of AWS services like Lambda, Lex, and S3 is helpful but not required
4. What topics are covered in the Amazon Connect Communications Specialist Training?
The course includes both instructor-led sessions and guided lab exercises covering:
- Introduction to Amazon Connect architecture and ecosystem
- Setting up users, queues, routing profiles, and contact flows
- Configuring IVR and chatbot integration using Amazon Lex and AWS Lambda
- Connecting external CRMs such as Salesforce and ServiceNow
- Managing reporting and analytics with Amazon CloudWatch and Contact Lens for sentiment analysis
- Implementing omnichannel communication (voice, chat, and tasks)
- Security, permissions, and AWS Identity & Access Management (IAM) best practices
- Hands-on labs for end-to-end contact center deployment and automation
5. Does this course prepare me for certification?
Yes. This course is designed to prepare learners for Amazon Connect certification and AWS contact center specialization exams. It validates your expertise in implementing, customizing, and managing AWS-powered contact centers and is also valuable for those pursuing AWS Certified Solutions Architect – Associate or AWS Certified Developer credentials.